Funny story: tried to access my account from where I live (Portugal) like always without any vpn or similar. Cannot anymore, reset password, received the email and tried again no luck. Try to reset 2FA says I am not using same ISP from previous time. Then installed VPN and tried a couple of world locations just to check and found that last access to my account was made in LA area using a local ISP. Never been to the US in my life. Tried to ask them to reset it by showing these findings, response was that they cannot... Lost confidence in the crypto world... Best of luck to everyone.
I think you should be happy that they even replied to you.
In my case, they never responded to my emails — even when my account was still active and without any issues.
Once I sent them an email asking to cancel a BTC withdrawal, but they never replied and processed it immediately. Unfortunately, the amount 0.0003 BTC was below the exchange’s minimum deposit requirement 0.0005 BTC, so I completely lost those coins. The payout was instant those days.
I also had problems with WoF and received no response. And now, with my account completely blocked, I still haven’t gotten any reply.
Sadly, Freebitco seems far from what it used to be in its golden days. As one of the very first premium membership users at the highest level, I honestly expected better communication and support.